Slide 1 F-Connect
Manual F-Connect is not just an amazing way to reach support, but a complete platform to manage, track, and gain insights into the IT status of your entire organisation. Menu Access F-Connect Through a Web Browser Using Microsoft Teams Desktop App Mobile App Tickets Log a new ticket Chat Feature Self-Assessment Tickets Search and track a new ticket
Close or cancel a ticket FastTrack a Ticket Features
University Notification broadcasts FF Applications MENU

Slide F-Connect
Manual This manual will explore all features of F-Connect: the First Focus Support platform. F-Connect is accessible in various ways. It enables ticket management, live chat with technicians, and offers powerful insights and dashboards, along with all other support functionalities. It's an all-in-one, highly robust platform featuring a minimal and clean interface.

Please use the menu on the left to select the topic you're interested in.

The first step is accessing the platform. If you don't have access yet, please refer to the first section, "Access F-Connect."

Access F-Connect

Slide 1/3 Access F-Connect
Through your Browser You can access F-Connect anytime, anywhere through a web browser. Just open your favourite browser and type the following address. https://my.firstfocus.com.au Next Step Slide 2/3 Log in Use your work credentials to log in. You can access using your Microsoft account, your Google work account, or an email link. Back Next Step Slide 3/3 You're Inside F-Connect! Now you have access to all the features that F-Connect offers. You can log tickets, manage them, access metrics, and much more. Back

Slide 1/3 F-Connect on Teams: You can access F-Connect anytime through your Microsoft Teams app. Next Step Slide 2/3 Install the App If the App is not added by default by your organisation, follow the steps below to ensure the app is installed on Microsoft Teams:

1. Go to Apps inside Microsoft Teams.
2. Search for F-Connect.
3. Click Install, Request, or Open, depending on the case.
Back Next Step Slide 3/3 You’re All Set to Go The app will always be available within Microsoft Teams with all its features. You can find it on the left menu bar or inside the Apps section. Back

Slide 1/3 Desktop App F-Connect can also be installed as a standalone desktop app on your computer. Next Step Slide 2/3 Access F-Connect Desktop App The F-Connect Desktop App is installed on your organisation’s computer, and you can access it like any other software:

1. Search for it in your apps.
2. Create a shortcut.
Back Next Step Slide 3/3 Log in and You’re All Set Enter your credentials, usually associated with your Microsoft account. Follow the authentication process, and you’re in. If it’s your personal computer, you may stay logged in.
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Slide 1/3 Using F-Connect on
Your Smartphone You can access F-Connect and all its functionalities through your smartphone or tablet, wherever you are. Show me how Slide 2/3 Access F-Connect From
Your Mobile Browser The first way to access F-Connect from your mobile is through your web browser.

1. Go to https://my.firstfocus.com.au/
2. Log in using your work email credentials.
3. You're inside f-connect
Back Next Step Slide 3/3 Access F-Connect From
Your Microsoft Teams App You can install F-Connect as an app within your Microsoft Teams mobile app. This integration ensures that you have seamless access to F-Connect anytime you need it from your smartphone.
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Slide Tickets There are several ways to log a ticket. You can select a category for assessment by our support team, chat directly with a technician, or self-assess nine different types of tickets that will be handled using automation and AI.

Explore this section to learn how to log tickets, as well as how to search, track, and manage them.
Start

Slide 1/4 Log a Ticket Through
F-Connect at Any Time
You can log a ticket through. F-Connect at any time, and you’ll receive support. It also offers benefits, such as making the process smoother and sometimes even faster. The app will guide you through each step.
Show me how Slide 2/4 Find the "Log a Ticket" Button 1.On the home screen, there’s a button to log a ticket, click on it.
2.You can also navigate to Get Support and log a ticket on the left menu bar.
Back Next Step Slide 3/4 Pick the Category That
Fits Best
Choose the category that best matches your request.

If your issue or request isn’t covered by the listed categories, select "Other Request" or "Other Issue."
Back Next Step Slide 4/4 Provide the
Information
Depending on the category you selected, a form will appear with the required details to resolve your specific ticket.

Please provide as much information as possible and click Submit.

Once submitted, your ticket will be sent directly to the Support Desk and, in some cases, automation or AI will assist in resolving it faster and more accurately.

Back

Slide 1/3 Chat Live with
a Technician
The Chat Feature in F-Connect is designed to enable end users to communicate directly with a technician for a fast response.

This feature allows users to initiate a chat session with the service desk to create or follow up on existing tickets
Show me how Slide 2/3 Chat is Always Just a Click Away Open F-Connect using your desktop application, web portal, Microsoft Teams app or on your smartphone. You’ll see a chat icon always located in the bottom right corner.

Back Next Step Slide 3/3 Ready to Chat Click it to view your open chats or start a new one for a new ticket. This allows you to continue an existing conversation or open a new one for a request or issue.

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Slide 1/4 Self-Assessment
Tickets in F-Connect The self-assessment ticket feature in F-Connect lets users manage support requests easily through customised forms.

Tickets are automatically processed using automation and AI for fast, accurate handling.
Whether reporting an issue or requesting help, this feature simplifies the process and boosts productivity.
Show me how Slide 2/4 Access the
Self-Assessment Form Navigate to the F-Connect platform and locate the self-assessment section. Select the appropriate form that matches your request type.

Back Next Step Slide 3/4 Complete the Required Fields Fill out all mandatory fields in the form with accurate information. This ensures that your request is clearly understood and can be processed efficiently.
Back Next Step Slide 4/4 Submit and Track Your Ticket After completing the form, submit it to automatically generate a ticket. You will receive a ticket number, which you can use to track the status of your request within the F-Connect platform.
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Slide 1/5 04. Search and Track any Ticket You can search and track any ticket you’ve created or interacted with to check its status, add more information, fast-track it, or cancel it.

You can do this through the View Tickets button, located on the home screen of F-Connect, or via the Get Support section in the left-hand menu.
Show me how Slide 2/5 View All Your Tickets A list of all your tickets will appear, divided into three sections:

• Open

• Closed

• Waiting (these are tickets that require an action to proceed)

Back Next Step Slide 3/5 Advanced Ticket
Search
If it is visually difficult to locate your ticket, you can use the advanced ticket search feature. Simply click on Search and apply filters to quickly find the ticket you’re looking for.

Back Next Step Slide 4/5 Open a Ticket to See More
Once you’ve found the ticket you’re looking for, simply click on it to view all its details.
Back Next Step Slide 5/5 Get More Data In the View Your Tickets section, you’ll also have access to useful charts showing the number of tickets per month, as well as a comprehensive insights panel with information on trends and sentiment.

Back

Slide 1/4 Close or Cancel
any Ticket
If your issue or request has been resolved, you can close your ticket. If you no longer need it, you can cancel it. Follow the next steps to learn how.
Show me how Slide 2/4 Find the ticket Find the ticket you want to close or cancel. Remember, you can do this via the View Tickets option located on the home page.

(Click here if you are having trouble finding your ticket.)

Back Next Step Slide 3/4 Change the Status of the Ticket
Once you find it, you’ll see its status, the technician assisting you, the complete chat history, timeline, and details.

To close or cancel it, simply go to the drop-down menu and select Close if it has been resolved, or Cancel if you no longer need it.
Back Next Step Slide 4/4 The Ticket is Now
Closed/Cancelled The ticket will be updated in our records and will serve as a source of information for future events. For now, you don't need to worry about it. Tt has been closed or cancelled.
Back

Slide 1/4 FastTrack any Ticket
The Fast Track option in F-Connect allows you to escalate the priority of a ticket. Selecting Fast Track prompts the team to re-evaluate the impact and urgency of the ticket.
Show me how Slide 2/4 Find the ticket Find the ticket you want to FastTrack. Remember, you can do this via the View Tickets option located on the home page and also use the advanced search feature inside F-connect. Back Next Step Slide 3/4 Select FastTrack Once you find it, you’ll see its status, the technician assisting you, the complete chat history, timeline, and details.

To FastTrack it, simply go to the drop-down menu and select FastTrack this ticketif you’d like the team to re-evaluate its priority.
Back Next Step Slide 4/4 The Ticket Has Now
Been Fast Tracked The team will be alerted to re-evaluate the priority of your ticket. If it needs urgent attention, it will be managed promptly and appropriately.

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Slide 1/3 University F-Connect is more than just a ticketing system—it's a complete support platform.

Beyond resolving issues, it empowers you through resources like F-Connect University, where you can access structured courses designed to help you develop and enhance your skills. Here's how you can take advantage of it.
Show me how Slide 2/3 Find the Right Course On the left menu bar, you’ll find the “University” option. From there, you can choose to view all courses or access the quick start guides.
Back Next Step Slide 3/3 Never Stop Growing
Once you find the course or path you’d like to take, simply click on it to enrol.

You’ll also be able to track how many courses you’ve completed, which ones are in progress, and which are recommended or required.
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Slide 1/2 Notification Broadcast Notification broadcasts on F-Connect play a crucial role in maintaining productivity by ensuring that users receive timely updates about outages, service interruptions, or other significant issues.

These notifications appear as pop-up messages for all affected users and within the F-Connect app, keeping teams informed and enabling them to take immediate action when necessary.

By delivering real-time updates, F-Connect helps minimise downtime, reduce disruptions, and keep workflows running smoothly. That way, everyone stays aligned and focused on what matters most.
Show me how Slide 2/2 Where Do Notifications Appear? They will appear as pop-ups on all users' computers, inside F-Connect Notifications, and also on the app's home screen.

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Slide 1/2 Applications and
Shortcuts
Inside F-Connect Users can access important applications and resources directly from the app, reducing the time spent searching for these tools across different platforms.
Show me where Slide 2/2 All Your IT Essentials
in One Place
Common links to apps and features, such as password reset and MFA linking, will appear in this section, centralising everything you need in your IT environment.
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